Athletics fundraising coordinator advancing University of Alberta Golden Bears and Pandas sports programs. Managing donor stewardship, alumni relations, fundraising initiatives, events and data - driven operations.
About the role
- Airbnb quality leader overseeing Global English BPO support quality across partner sites. Driving calibration, performance governance, analytics, and continuous improvement for 5,000+ agents.
Responsibilities
- Oversee day-to-day quality activities across multiple BPO partners supporting Airbnb’s Global English segment.
- Execute the Global English quality program across service lines and partner sites worldwide.
- Ensure achievement of QA evaluation targets, evaluation completeness, calibration accuracy, and coaching activities.
- Maintain weekly QA performance reports with accurate, actionable data.
- Hold partner QA teams accountable for scorecards and performance standards.
- Organize alignment meetings, escalate gaps, and establish documented action plans.
- Manage the onboarding of new partner sites and lead calibration sessions.
- Oversee detractor analysis for NPS and correlate quality results with operational outcomes and KPIs.
- Incorporate quality insights into the partners’ weekly performance narrative.
- Collaborate with Training and cross-functional teams on quality improvement initiatives.
- Identify policy gaps, workflow breakdowns, and product issues, and document them in OneTrack.
- Contribute to global quality reporting and maintain schedules for reviews, calibrations, and partner capability assessments.
Requirements
- 8+ years of experience in quality, operations, or a related community or customer support field, including direct experience managing QA programs within business process outsourcing (BPO) networks or partner organizations.
- Bachelor’s degree required, preferably in a related field.
- Demonstrated experience holding BPO partners accountable, including facilitating calibration sessions, managing QA scorecards, drafting and executing improvement plans, and holding QA managers accountable.
- Working knowledge of the COPC methodology.
- Strong analytical skills and the ability to diagnose the root causes of score variation and translate findings into clear narratives.
- Experience with QA tool platforms such as Observe.AI, NICE QC, or equivalent.
- Excellent written and verbal communication skills.
- Preferred: Six Sigma Green Belt certification or equivalent, experience partnering with analytics teams on NPS/CSAT/AQS, and experience leading cross-functional quality improvement programs.
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
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